Customer Support Specialist II
New
E
eSCRIBESaaS
Canada, 8:30am – 8pm ET, 8pm – 11pm ETFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- HTMLMachine LearningMicrosoft SQL ServerZendeskAzure DevOpsNLPCRM
Requirements
- 5+ years of technical support experience in a SaaS or enterprise software environment
- At least 1 year of experience working in a Tier 2 capacity
- 3+ years experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms
- 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS) (strongly preferred)
- Knowledge of AV and networking systems and troubleshooting (router settings, switch ports, troubleshooting VLAN, etc.)
- Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML
- Strong analytical, diagnostic, and troubleshooting abilities
- Excellent communication skills with the ability to explain technical issues to non-technical audiences
- Experience in cross-functional collaboration with Product, Engineering, and QA teams
- Proven ability to prioritize and manage multiple issues in a fast-paced environment
- Strong technical documentation and writing skills
- Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation) (preferred)
Responsibilities
- Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support
- Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations)
- Respond to customer inquiries via ticketing system, phone, and video conferencing
- Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact
- Become an expert in our product suite, features, and customer use cases
- Stay current with product updates and actively contribute to internal knowledge sharing
- Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles
- Act as a technical liaison between Customer Experience, Product, Engineering, and QA
- Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines
- Participate in customer feedback loops to inform product enhancements
- Support product release readiness and identify potential risks from a support perspective
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